Technology Solutions Center Lead: IT Support & Escalations

Jobtailor; Kentucky; On-site; USD 50,000 - 65,000; Full time

Job summary

Jobtailor is seeking a seasoned IT Support Specialist to serve as an escalation point for complex technical issues, providing phone and ticket-based support to end-users, and documenting incidents in ServiceNow. You will diagnose hardware, software, and network problems and guide users through effective solutions.

This role requires 4+ years of experience, strong communication, and the ability to work Monday–Friday, 6:30 AM–3:30 PM EST from a quiet home workspace.

Qualifications

• 4+ years of related business or functional experience in IT support.
• Strong experience handling phone-based technical support.
• Familiarity with ticketing systems; ServiceNow preferred.

Responsibilities

• Act as escalation point for complex technical issues and ensure timely, accurate resolution.
• Provide technical support through phone and ticketing platforms, with chat support as needed.
• Create, document, track, prioritize, categorize, and resolve incidents using ServiceNow or similar ITSM platforms.
• Diagnose and resolve hardware, software, network, and access-related issues.
• Communicate technical solutions clearly to non-technical users.
• Provide guidance, coaching, and support to junior analysts.
• Identify incident trends and recommend process improvements, knowledge-base enhancements, and automation opportunities.
• Adhere to organizational policies, security standards, and confidentiality requirements.
• Provide support and problem resolution for technology products and applications.
• Perform remote/onsite technical support for end-user software and hardware.
• Manage business process analysis projects, including research, presentations, problem resolution, and improvement recommendations.
• Resolve incidents and fulfill requests according to knowledge documentation.
• Analyze Technology Solution Center performance through data analysis, trend analysis, graphing, and presentation development and delivery.
• Participate in creating functional requirements for IT systems.
• Support leadership with knowledge management, training, new product support, and specialty projects.

Skills

Service Desk Experience

Technical Support

Incident Management

ServiceNow Proficiency

Troubleshooting Skills

Education

Associates degree or equivalent

Tools

ServiceNow

ITSM Platforms

Ticketing Systems

Job description

Jobtailor is seeking a seasoned IT Support Specialist to serve as an escalation point for complex technical issues, providing phone and ticket-based support to end-users, and documenting incidents in ServiceNow. You will diagnose hardware, software, and network problems and guide users through effective solutions.

This role requires 4+ years of experience, strong communication, and the ability to work Monday–Friday, 6:30 AM–3:30 PM EST from a quiet home workspace.